Unable to add new domain with no outstanding balance
I am trying to add a free plan for a new domain (freebox.co), but I am getting the following error: "You cannot add or modify subscriptions or services until the outstanding balance is paid. You should be able to do so in your Billing page." However, all invoices are paid. I opened a support ticket 3 days ago with no response (01218870).
19 Replies
Still no reply from cf on ticket yet?
@Chaika I received an unhelpful automated response about trying different payment methods when a payment fails, but I am not trying to make a payment. I am trying to add a site.
If you'd like your ticket to be escalated the easiest way is to make a post on the community forums (https://community.cloudflare.com/) and link here, and I can make sure it gets thrown in the escalation queue. Just easier since this discord is for the developer platform and Cf Employees can respond directly to you on the community/see your linked cf account from the escalation
Thanks, added to escalation queue
@Chaika this ticket has still not been resolved. Is there anything you can do?
10h they updated the esc saying waiting for billing team action
@Chaika The support ticket (01218870) was closed a week ago (11/7/2024, 8:48 PM PST) with no resolution. The forum post was also locked 30 minutes ago (11/14/2024, 9:45 AM PST) with no resolution. Can I please get someone to actually look into this issue?
@Chaika It's been another 45 days with no response. I'd really appreciate some sort of response from Cloudflare here.
Your one ticket was just 01218870 yea? The escalation was closed out on Nov 14th with:
Case #01218870 now on Closed status with no further reply.. What other context am I missing here?They provided generic instructions for how to pay an unpaid balance, which I do not have. I replied: "Per my previous email, I am the new owner of this domain name and I do not see any balance due under my account." Then the ticket was closed but the issue has not been resolved.
I don't understand why the ticket was closed.
that's not great, I forget with the new Salesforce ticketing system, is there anyway for you to reply to reopen or is it just perm. closed?
"The case number (01218870) you are replying to is marked as Closed and too much time has lapsed for it to be re-opened, but you can still ask questions about the issue.
If you would like to ask a question related to this issue, please submit a new case so we can assist you. State your old case number (01218870) when submitting the new request and that will help us look back to the closed case's information."
Should we repeat this process?
Pretty much the only option, I assume you've tried adding a new domain since then and still get the same error? Even if they didn't address your specific case earlier, they've been fixing some other generic billing issues
Yes, the error message is a little longer now
could not run legacy post zone sub request against new zone products: failed to update user subscription: failed to apply object products: You cannot add or modify subscriptions or services until the outstanding balance is paid. You should be able to do so in your Billing page.I saw someone else report the same thing a week ago: https://community.cloudflare.com/t/problem-with-adding-my-domain-on-cloudflare/749552
well there's been a change, but not much of one..going to have to run through the gauntlet again then sadly
I still have the same issue.
?pings
Please do not ping community members for non-moderation reasons. Doing so will not solve your issue faster and will make people less likely to want to help you.
There isnt anything we can really do you have to contact support for billing issues 🤷